Case Study: CARTRIDGE WORLD                 

The world's fastest-growing ink

refilling retailer in the $80 billion

printer cartridge industry. The

company refills empty ink cartridges

and remanufactures empty

toner cartridges.

• Location: Emeryville, CA

• Industry: Wholesale/distribution;

franchise; computer hardware; retail

The Challenges:   

Cartridge World refills empty ink cartridges and remanufactures empty toner cartridges for

inkjet printers, laser printers, fax machines, and photocopiers with top-quality, brand-specific

ink and toners. The company has more than 500 locations in the United States, with another

300 locations expected soon. Before NetSuite, Cartridge World used QuickBooks for

accounting, and managed sales to franchise locations through an non-integrated third-party

product. This, coupled with a non-integrated Web store and manual processes in fulfillment,

created the potential for costly data entry errors. Most departments used internal and

external databases with no clear links between them. The situation was unsustainable for

a fast-growing global company trying to stay ahead of business challenges.

Cartridge World deployed its initial inventory system to avert keyboard-heavy processes in

order fulfillment, which were a constant source of annoyance and costly errors. But the

company came to understand that it had other problems that could not be solved with

in-house, on-premise technology, such as the need for business continuity across the widely

dispersed organization. "Being global, we have to operate 24 hours a day and keep communicating

information as different roles grow and encompass more tasks," Yeffa says.

The Solution:

Cartridge World integrated NetSuite into its worldwide operations to oversee the hundreds

of franchise locations and provide real-time information and key metrics for the global

organization. Initially, Cartridge World implemented NetSuite primarily as an inventory

control tool, without leveraging its integrated accounting and customer tracking capabilities.

"We had experience with NetSuite in the past, so although personally I wasn't involved in

the decision to bring NetSuite into Cartridge World, I understood the power of the tools

within the program and collectively we decided to re-launch NetSuite internally," Yeffa says.

"We wanted to expand the reach of NetSuite into the full workflow process to all of the

operations of our business, not just financial records and inventory."

NetSuite has given the organization a chance to stay on top of its rapidly growing business

opportunities, and has helped Cartridge World avoid major up-front capital commitments

or expensive re-engineering fees every time a new region or store comes online. To that

end, Cartridge World has rolled up its disparate databases into the internal NetSuite B2B

e-commerce system and now operates replenishment for franchise locations through the

integrated Web store. The Australian operations have converted to NetSuite for region

control, with Europe slated to go live on NetSuite as well.

Among its future initiatives, Cartridge World is looking to fully integrate its in-store

point-of-sale systems with NetSuite, reducing the need for franchisees to place manual

replenishment orders.

The Results:

Cartridge World, the $425 million leader

in printer cartridge refilling and recycling

and the fastest-growing franchise in the

$80 billion printer cartridge industry, has

successfully integrated NetSuite into its

operations to oversee hundreds of its

1,650 worldwide franchise locations and

manage a rapidly growing business.

After almost 20 years in the business,

Cartridge World began growing at an

even faster pace in the early 2000s, and

consequently chose NetSuite for its integrated

CRM, ERP and e-commerce. The

business-to-business (B2B) e-commerce capabilities of NetSuite enable the company's

network of more than 700 North American franchise stores to quickly purchase products

from Cartridge World via a NetSuite Web store. "NetSuite has become our conduit to our

franchisees," says Steven L. Yeffa, President, Cartridge World Americas. Cartridge World's

corporate headquarters uses NetSuite extensively to market and communicate with the

widespread franchisees as well as to track support issues they have—their questions on

everything from invoices to how to refill cartridges.

"The first thing I noticed was the global visibility—NetSuite is certainly enabling the senior

management team to have a consistent view of everything going on in our worldwide network,"

says Yeffa. "It allows us to think, act, and work as a single company worldwide." In

the process, the company has cut an estimated $200,000 in annual IT and administrative

costs as part of its requirements to run an accurate, sustainable business. And NetSuite has

supported Cartridge World's 200 percent collective increase in sales to over 500 storefronts

in the United States and more than 1,650 worldwide in 63 countries. Much of that is

thanks to NetSuite's B2B e-commerce capabilities.

"The most important thing is that NetSuite has made it more seamless for the franchisee

to come on board, all without a significant amount of customization on NetSuite," Yeffa

says. "That allows us to provide better information and more customer service than anyone

else in our industry. We offer a complete package and NetSuite is our backbone to offering

“ The most important thing is that

NetSuite has made it more

seamless for the franchisee to

come on board. That allows us

to provide better information

and more customer service than

anyone else in our industry.”

— Steven L. Yeffa

President

Cartridge World Americas